This policy covers money. What each verification outcome costs is in the Accuracy Policy; the two quote the same numbers from the same source and cannot disagree.
1. The window, and when the clock starts
30 days, on unspent credits, measured from settlement.
"Settlement" means the moment your payment provider confirmed the payment cleared — not when you placed the order, and not when we issued the invoice. Those three moments can be days apart, and picking the latest of them is the one that favours you.
"Unspent" means credits still in your wallet. Credits already consumed by a verification are not refundable, because the work was performed.
2. The decision matrix
| Situation | Outcome | Conditions |
|---|---|---|
| You bought credits and changed your mind | Refunded | Within 30 days of settlement, unspent credits only. |
| Duplicate purchase | Refunded in full | Within 7 days of settlement and zero credits spent from the duplicate. This is a narrower carve-out of the window above, never an extension of it. |
| A job failed for a fault on our side | Credits returned | Automatic. Rows we could not verify are not charged, and the reservation for them is released. |
| You cancelled a running job | Unspent reservation returned | Automatic. You keep the rows already verified and pay for those only. |
A row returned unknown for a cause on our side |
Not charged | Automatic. See the Accuracy Policy for the narrow set of unknowns that are charged. |
| You object to a new sub-processor and we cannot exclude you | Pro-rata refund | Unused paid credits and the unused portion of a prepaid subscription. No early-termination charge. |
| You are dissatisfied with a verification result | Reviewed, not automatic | Every result stores the evidence and the logic version that produced it. Send us the job id; if the result was wrong under the logic in force, we credit it. |
| Subscription cancelled mid-term | No pro-rata refund of the fee | The plan runs to the end of the paid period and its included credits stay usable. Credits purchased separately are unaffected. |
| Account terminated by us for a fraudulent breach | No refund | Every other termination refunds unused paid credits. |
3. How a refund is paid
To the original payment method, in the original currency. Where that is impossible — an expired card, a closed account — we agree an alternative with you in writing. A refund reverses the corresponding credit entries in your wallet at the same time, so your balance and your bank statement stay consistent with each other.
4. What is never refundable
- Credits already spent on completed verifications.
- Tax already remitted to a tax authority, where that authority does not permit its reclaim. We will tell you if this applies and show you the amount.
- Fees on an enterprise contract with its own agreed refund terms — those terms govern.
5. Chargebacks
Please ask us first. A chargeback raised without contacting us suspends the account while the dispute runs, which is worse for you than a refund we could usually have issued the same day. Write to support@verifypro.example.
6. How to request one
Email support@verifypro.example with your organisation name and the order or invoice number. We answer within five business days and the decision cites the row of the matrix above that it was made under.